Aluna Resort Tulum

I had hoped the Kimpton standards I love at home would carry over here, but I was a little let down by the room and the aesthetics. The trip was to mark year three of my mom's heavenly birthday, and I mainly wanted peace and a chance to get away. Instead, there were a few hiccups I kept having to deal with. The TV wouldn't connect to Wi-Fi for the first two days, and workers eventually fixed it by replacing the television. The shower wouldn't drain properly, so water built up while I bathed and I had to watch it to avoid flooding the bathroom. I went to the rooftop bar with a friend, but when we got off the elevator it was pitch black. We didn't feel comfortable walking around, and weren't sure it was open despite the hours posted online. I also asked several times about late checkout through my loyalty status and was told it was too early to ask. On checkout day I messaged twice in the WhatsApp chat and got no reply. Then I received a call saying checkout permission was at their discretion. I explained that I'd asked repeatedly, including those two unanswered messages. The workers were friendly and the location was nice, just off the main strip with a lovely, quick walk. Still, I don't think I'll return. I booked another place for the last two weeks of my vacation.

The hotel was so dog-friendly, and I felt safe there. I stayed with my dog a few months ago and had a great time. The vibe was mellow and relaxed, just right if you want to unwind and have some time to yourself. The daily happy hours were my favorite, and staff were really friendly. A few nice places to eat are within walking distance. The bikes could use some renovation.

Breakfast felt understaffed, with too many guests and not enough plates, cups or food. On our first morning there wasn't a single vegetable option. After we complained, spicy fried vegetables appeared on later days, but they weren't suitable for kids. The rooftop pool is adults-only, so we followed the rule and took our children to the pool downstairs. Then a wedding group of around 60 people arrived, and the lower pool filled up with adults drinking. It became uncomfortable for families, so we tried the rooftop pool and saw several children there, including a baby. Staff didn't say anything, so we stayed. The next day, after the wedding group had left, we went back to the rooftop and were rudely told to leave. The rules seemed to depend on the situation, and guests seemed to be treated differently. We left with a bad impression of our stay at Kimpton Aluna.

The place itself is beautiful, but it's the team that made my stay so great. Daniel, Jesus and everyone else made me feel welcome from beginning to end. Thank you all. A couple of tips: Social Hour from 5 till 6 is a great chance to get good food and drinks. And ask the concierge about taxis, they were a useful resource for getting around.